Quality Analyst - International Voice Process

About the role

An experienced Quality Analyst is needed to monitor and improve customer interaction quality for an international electricity and gas utilities customer service process. The role covers call monitoring, quality evaluation, compliance assessment, calibration, root-cause analysis, reporting and coaching support. It is based in Kolkata, on rotational shifts including night and graveyard shifts.

Key responsibilities

• Monitor and evaluate international voice interactions, including complex complaints, escalations, billing queries, retention and de-escalation conversations.
• Identify critical errors, compliance breaches, customer verification gaps, misinformation and documentation discrepancies.
• Conduct root-cause analysis of quality failures, repeat contacts, low CSAT, complaints and escalations.
• Prepare quality reports and dashboards, take part in calibration sessions and give structured feedback to associates and Team Leaders.
• Drive quality improvement initiatives, track coaching effectiveness and ensure adherence to quality standards, SOPs and compliance requirements.

Required profile

• 3-6 years of international voice customer service experience, including 1-2 years in a dedicated Quality Analyst / Quality Monitoring role.
• Hands-on experience in call monitoring, quality evaluation and calibration.
• Strong understanding of quality scoring parameters, critical/fatal errors and compliance standards.
• Excellent spoken and written English; willingness to work rotational shifts including night and graveyard shifts.
• Preferred: electricity and gas utilities customer service experience, knowledge of billing, metering, payments, collections, complaints and retention, exposure to speech or interaction analytics, Lean Six Sigma Yellow/Green Belt, COPC or equivalent quality certification, bachelor's degree.
• Former TCS employees are not eligible.

Required skills

• Working knowledge of CRM, quality monitoring tools, Excel and reporting platforms.
• Knowledge of CSAT, repeat contacts, error trends and root-cause analysis.
• Experience giving feedback and coaching support to frontline associates.